Does anyone else find the support on here subpar?

[Gorilla_Webtactics]

I just sent in a chat request, got Eli and asked him how I can get the ranking data for the keywords I put into a campaign now. He sends me a link on how to create a custom report. I went to create a custom report only to realize that the same data pulls into that report as pulls into the ranking report?

Does anyone else get superficial amateur subpar support like this? We are currently trialing the platform and contemplating switching from SEMRush and implementing MOZ reports into our custom built API reports for our clients but so far i'm absolutely appalled with the support on here.

Not only did it take 3 days to get an answer, I didn't even get the answer to my question.

Seems like a bunch of beginners running support?!

Thoughts anyone???

[ClaytonJ]

Cant really comment on that, they are usually pretty good.

However Mozcon was just on - there big 3 day conference, only finished a couple of of days ago  - I would think they may have got sidetracked with all the events etc.

I sort of expect no interaction during Mozcon.. if that helps.

https://moz.com/blog/day-three-of-mozcon-2019 (some great presentations which might help to ease the pain...  that is what I do..  )

[Gorilla_Webtactics]

Ok well I guess i'm just a little confused. If I add keywords to a new report I get the position tracking data right away. If I add them after the campaign has been created apparently I have to wait two weeks? I want the position tracking information NOW  for new keywords added to a campaign and that was my question. The answer was "create a custom report - here's a link." Obviously that's not true.

So now my questions are:

1. How do I get that data?

2. Why would someone tell me to go and create a custom report?

I'll give them the benefit of the doubt for being gone for a few days, but not on the answer.

I've got a lot of clients on SEMRush right now and I couldn't imagine having a problem that was even remotely sophisticated at this point.

[ClaytonJ]

Will let Moz crew step in, it is only 7am there, so within 3-4 hours pretty sure they will reach out..

Hope that helps.

[Gorilla_Webtactics]

So then who is responding to me this morning? Someone from the philippines?

That's even more concerning to me.

[ClaytonJ]

Nothing wrong the Philippines, amazing swimming with the whale sharks over there.

You might have had an encounter with an AI chatbot... aks them in a few hours..

[KristinaKeyser]

Hi there! My name is Kristina and I manage the Help Team here at Moz.

Sorry to hear that your interaction with our team this morning was less than favorable for you! As another helpful community member pointed out, we had our annual conference last week, MozCon, which means our international help team members flew to the states to attend and volunteer at the event. We're still catching up on our ticket queues from that, as well as being understaffed in our usual International support hours. We do answer all tickets on a first come, first serve basis and Eli (who works in the UK, not the Philippines) had quite a lot of tickets to tackle this morning before getting to yours.

I had a chance to review the ticket in question here, and the report that you were asking for was to see real-time keyword rankings. Unfortunately, that isn't how our Moz Pro campaigns function. When you create your campaign initially, it's then on a weekly update schedule from that point on providing ranking data. So, for example, if you created your campaign on a Thursday, you'd get the weekly ranking data for your tracked keywords every Thursday thereafter. That has always been how our campaigns function.

If you are looking for real-time ranking data for a list/group of keywords, the best tool to use for this is our Keyword Explorer tool. In this tool, you're able to run real-time keyword ranking data for a single keyword, or you can create lists if you know there is a group of keywords you'd want this data for. You can export the list of keywords from your campaign into a CSV file, then upload that list of keywords into the Keyword Explorer lists section to easily and quickly create the list with the keywords you want the data for.

You can find more info on this tool in our Help Hub here, but to dive specifically into Keyword Lists within this tool, head here.

If you have any additional questions, feel free to continue your chat with Eli, start a new conversation with someone on the team, or write into us at help@moz.com and we'll get to you as soon as we can (sorry we don't offer live chat!). Any feedback you have towards my team would be better suited in those channels, rather than here in the community, of course, as well.

Thank you and apologies again for your experience!
-Kristina

[KristinaKeyser]

Thank you for this! Our team always strives to provide top-notch support, so it makes me happy to see this experience emulated for our other community members. And you absolutely hit the nail on the head: we just wrapped up a crazy week of volunteering for our annual conference and are still playing a little catch-up from that. Thank you again!

-Kristina
Manager, Moz Help Team

[Gorilla_Webtactics]

Perfect. This is the answer I was looking for. I'd suggest training your chat support on this.

Thanks.